Role Description As a Customer Success Manager (CSM) reporting to the Director, Customer Success, you'll be a high-impact contributor who serves as a trusted advocate for our clients, a strategic growth driver, and a data-driven decision-maker. In this role, you will build deep relationships to understand unique client needs and empower them to achieve exceptional results by fully leveraging Athennian’s platform. You will act as the voice of our clients, develop value-driven success plans, and analyze key metrics to drive continuous improvement. As a CSM, you will manage a dedicated portfolio of accounts, proactively driving product adoption, mitigating churn risks, and identifying opportunities to expand client value. What you'll do - Relationship Management: Own and build strong, trusted relationships with a dedicated portfolio of customers, ensuring they see continuous value from Athennian. - Retention & Growth: Drive customer renewal and retention to meet quarterly Net Dollar Retention (NDR) goals, identifying expansion opportunities and managing upsell conversations. - Adoption & Engagement: Monitor customer health and product usage data to proactively drive engagement, feature adoption, and healthy user habits. - Cross-Functional Collaboration: Partner with internal teams (such as Onboarding, Support, and Product) to ensure seamless implementations and convey customer feedback effectively. - Escalation Management: Serve as a primary point of contact for customer issues, working efficiently to resolve roadblocks and maintain high customer satisfaction. - Business Reviews: Prepare and execute regular business reviews with clients to demonstrate ROI, review health metrics, and align on their evolving business goals. - Process Contribution: Participate in internal initiatives to help refine Customer Success processes, playbooks, and best practices. Qualifications - 3–5 years of commercially-focused Customer Success or Account Management experience in B2B SaaS. - Familiarity with legal tech, governance, entity management, or private equity software is a strong asset. - Proven ability to build trust with stakeholders, proactively drive renewals, and identify expansion opportunities. - Excellent verbal and written skills, with the ability to explain complex workflows clearly to both day-to-day users and decision-makers. - Resourceful, empathetic, and proactive in managing account health, mitigating churn, and resolving customer issues. - Highly organized and detail-oriented, with the ability to manage a diverse portfolio and competing priorities simultaneously. - Located in and authorized to work in the US/Canada (working on an EST schedule); open to occasional travel for client and company events. Requirements - An understanding of managing SaaS solutions within highly regulated environments, particularly at the enterprise level. - Experience working at a law firm or with an in-house legal team. - Knowledge of and ongoing interest in the legal space, corporate governance, and regulations that may impact our customers and their business. Benefits - Minimum of 3 weeks vacation, 5 sick days, and 6 personal/flex days, plus a company-wide winter holiday shutdown. - Health, dental, and vision, long-term disability, and a Health Spending Account (HSA). - Flexible parental leave benefits, including top-ups. - A dedicated work-from-home allowance to get you set up for success.

Role Description Unser Startup PraxisConcierge bringt frischen Schwung ins Gesundheitswesen: Mit innovativen Lösungen schaffen wir eine spürbare Entlastung im Alltag von Arztpraxen, MVZ und Kliniken. Unsere digitale Telefonassistenz verbindet KI-gestützte Dialogführung mit bestehenden Praxissystemen und setzt einen neuen Standard der Patientenkommunikation. Mit dem Rückenwind vieler begeisterter Kunden sind wir auf Expansionskurs – und wollen unser Wachstum weiter beschleunigen. Wir sind schon weit gekommen und haben noch viel vor. Dafür brauchen wir Dich: einen echten Menschenversteher (m/w/d), der unsere Kunden vom ersten Tag an begleitet und dafür sorgt, dass sie mit PraxisConcierge nicht nur zurechtkommen, sondern begeistert sind. Du bist die Stimme unserer Kunden nach innen – und ihr verlässlicher Partner nach außen. Qualifications - Erfahrung im Kundenkontakt: Du bringst bereits Erfahrung im Customer Success, Key Account Management oder einer vergleichbaren Rolle mit. - Gesundheitswesen im Blut: Du kennst den Alltag in Praxen, MVZ oder Kliniken – sei es aus der Verwaltung, dem Empfang, der Praxisorganisation oder einer vergleichbaren Rolle. - Kommunikationstalent: Du hörst zu, stellst die richtigen Fragen und erklärst auch komplexe Dinge so, dass sie hängenbleiben. - Proaktive Macher-Mentalität: Du wartest nicht, bis das Problem eskaliert, sondern gehst auf Deine Kunden zu. - Lernbereitschaft & Growth Mindset: Du willst mit uns wachsen – fachlich, persönlich, unternehmerisch. - Sprache & Stil: Du kommunizierst klar, empathisch und auf Augenhöhe – mündlich wie schriftlich. Requirements - Du begleitest neue Praxen durch das Onboarding – von der ersten Einrichtung bis zum reibungslosen Go-live. - Du betreust Deine Kunden über den gesamten Lebenszyklus hinweg, baust echte Beziehungen auf und wirst zum vertrauten Ansprechpartner. - Du erkennst früh, wo es hakt, und sorgst proaktiv dafür, dass Deine Kunden das Maximum aus unserer Lösung holen. - Du arbeitest eng mit unserem Support-, Development- und Sales-Team zusammen und bringst die Perspektive der Praxen ins Unternehmen. - Du trägst direkt zu Kundenzufriedenheit, Bindung und Weiterempfehlung bei. Benefits - Gestalte mit uns die Zukunft der Patientenversorgung! - Für Deinen Einsatz bieten wir ein attraktives Paket aus festen und erfolgsbezogenen Leistungen. - Dich erwartet ein offenes, neugieriges Team mit unterschiedlichen Fähigkeiten und Persönlichkeiten – wir alle lernen voneinander. - Wir suchen motivierte Leute, die Vollgas geben und sich weiterentwickeln wollen. Company Description PRAXISCONCIERGE unterstützt mit einer digitalen Telefonassistenz deutschlandweit Arztpraxen und MVZ in der Patientenkommunikation.

• Lead Customer Success projects and initiatives, ensuring objectives, timelines, and outcomes are delivered effectively. • Manage onboarding, training, coaching, and ongoing professional development for Customer Success team members. • Define, implement, and continuously improve customer lifecycle processes and customer engagement touchpoints. • Standardise customer communications, templates, and success planning approaches across customer segments. • Act as an escalation point for complex customer situations, ensuring timely resolution while supporting team learning and development. • Manage key customer relationships, helping customers realise value from their investment and supporting product adoption. • Monitor and improve Customer Success performance metrics, including customer retention, adoption, customer health, customer satisfaction, and team effectiveness. • Collaborate with Sales, Support, Product, and other teams to improve the customer experience and align customer-facing activities. • Use customer feedback, operational data, and performance metrics to identify opportunities for process improvement. • Support workforce planning and operational readiness during periods of increased customer demand.

Role Description 11:11 is looking for an experienced Customer Success Manager to join our fast-paced, growing organization! This person will adopt and maintain customer experience programs and ongoing efforts company-wide. - Customer experience and success management programs include: - Customer research and analytics - Customer relationship management - Customer success - Customer service - This role will work cross-functionally across the organization, collaborating with: - Marketing - Finance - Cloud Services - Cloud Support - Product Management - Sales Leadership - This is a full-time remote position reporting to the Manager, Customer Success Team. Responsibilities: - Manage the success of any assigned customers - Understand the company’s vision and goals for customer success and their respective contributions - Maintain the company’s customer success strategy - Coordinate with the team and other departments throughout the company, minimizing silos of systems, data, assumptions, hand-offs, performance, and customer touchpoints - Track customer data, including information from all systems to track customer lifetime interactions - Coordinate multi-department customer analytics programs - Provide effective communications that inform the team about customer experience realities, expectations, improvements and innovation techniques, and engagement opportunities - Continually improve processes, programs, and individual customer service skill set to improve the customer’s valuation of the company and to align with the customers’ needs - Collaborate with other teams on products, support, service delivery, and account management to improve customer experience - All other duties assigned Qualifications - Bachelor’s degree in Business Administration, Computer Science, Information Systems, related field, or equivalent experience - Three years of Customer Success or Account Management experience - Strong communication and interpersonal skills - Excitement about working with multi-disciplined departments to accomplish common business and customer goals - Customer-centric and team-centric mindset - Ability to manage multiple projects, activities, and tasks simultaneously - Ability to develop and manage client portfolios - Sustain business growth and profitability by maximizing value - Ability to create a shared vision, inspire collaboration, and drive change with momentum - Extensive background in customer research and analytics techniques, customer strategy, and process improvement - Ability to navigate change with a leadership mindset Benefits - Standard Life Pension Scheme - Healthcare Insurance Plan - Cash Plans - Income protection - Life assurance - Paid Vacation & Holidays - Leave of absences